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How to submit a case in the NICE Customer Community

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In the event that you are having an incident/issue in your use with CXone Expert, you can submit a case in the NICE Customer Community.
In the event that you are having an incident/issue in your use with CXone Expert, you can submit a case in the NICE Customer Community.

Prerequisites

  • Access into the NICE Customer Community. See here to get access if you need it.
  • You have already searched through our Success Center KB to find the answer to your issue.
  • You have crowdsourced the CXone Expert (Mindtouch) Community for answers.

Submit a case

1. Login to the Customer Community’s homepage https://community.niceincontact.com/s/

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2. Select "Get Support"

 

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3. Select "Manage Cases"

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4. Select Create a Case button (*Note: If you don’t see an option to create a case, request permission from your CXone contact or user administrator) 

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5.  To submit a case, select Open an Incident Case: 

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6. Select your corresponding account for your case and topic 

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7. Choose Your Product or Service (CXone Expert/Mindtouch) 

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8. Type in Subject & Description and select the primary contact (*Note: Provide as many details as possible) 

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9. Select Case Severity and Impact 

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10. Select Contact Hours 

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11. Review Your information and Submit 

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Upon submission, you will receive an email confirmation. If you have any further questions, please email your CXone Expert CSM. 

View a demo of the steps here: 

 

 

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